Práce se zabývá pozicí lidí v bezpečnosti informačních systémů. První část se zaměřuje na běžné uživatele a přináší rozbor toho, jaké nejčastější nebezpečí jim hrozí. Velká část je věnována představení nejčastějších typů hackerských útoků jako phishingu, sociotechnice a nebo malwaru. Čtenáři jsou pak prezentovány možné opatření, které je možné udělat, aby se dopady hackerských útoků snížily. Druhá část práce pak přináší manažerský pohled na bezpečnost lidských zdrojů. V práci jsou ukázány styčné plochy a možnosti řízení této oblasti z pohledu ITIL Security Managementu, ČSN ISO/IEC 13335 a ČSN ISO/IEC 27001. Výsledkem je pak souhrn doporučení, které může management společnosti v oblasti bezpečnosti lidských zdrojů přijmout. Opatření jsou koncipována tak, aby je bylo možné přijmout bez ohledu na to, jaká norma a nebo standard se používá k řízení bezpečnosti v podniku.

Este trabajo analiza la situación actual y presenta una propuesta para mejorar el servicio de atención al cliente por medio de las TI del área del Centro de Sistemas de Información de la Gerencia Regional de Salud Lambayeque. Busca también lograr una alineación del área con la estrategia de la compañía y las necesidades de la misma y así convertirse en un aliado estratégico. Con la implementación de la metodología ITIL aplicada a los procesos de TI podremos mejorar la utilización de recursos, ser más competitivo, reducir tareas repetitivas, eliminar tareas redundantes, mejorar plazos de entrega y tiempo en el desarrollo de un proyecto, mejorar la disponibilidad, confianza y seguridad de los servicios de TI de misión crítica, proporcionar servicios que se adecuen a las necesidades del negocio, del cliente y del usuario, en particular sobre la gestión del mantenimiento preventivo y correctivo, a la vez que genera satisfacción en los trabajadores por el servicio brindado; ya que todo esto repercute en la imagen del personal de TI así como en la continuidad del negocio. Para la obtención de dicha información se utilizó las técnicas de recolección de datos tales como encuestas y fichas de observación, logrando determinar las deficiencias en los servicios que se brindaban; en base a este análisis se propusieron posibles soluciones para contrarrestar los problemas encontrados. Los resultados obtenidos determinan de forma real, que al incorporar herramientas basadas en ITIL, se tuvo una gestión del mantenimiento preventivo y correctivo de las TI donde se mejoró en un 65% los tiempos de solución de los problemas de TI, teniendo ahora una duración promedio de quince minutos, lo cual conllevo que el 100% de los servicios de TI fueran atendidos satisfactoriamente con un nivel de servicio estipulado, esto permitió disminuir el índice de llamadas por problemas con los equipos y a su vez incrementar a un 65% la satisfacción del cliente, que para este caso está representado por el trabajador de las diferentes áreas de la Gerencia Regional de Salud. Con la implementación de la presente propuesta se velera por el cumplimiento de la totalidad de los pedidos de servicios de TI así como también asegurar la satisfacción del trabajador y los encargados de TI, mejorando así el clima laboral y el cumplimiento de los objetivos de la GERESA. La correcta implementación del marco de trabajo ITIL proporcionará los procedimientos adecuados para el mejor desenvolvimiento de los trabajadores y de los responsables a cargo. / Tesis

<p>Banverket ICT är en relativt ny enhet med de sammanslagna enheterna Banverket IT och Banverket Telenät. För att få ihop det nya arbetssättet finns långt gångna tankar på att jobba enligt ITIL. ITIL är ett arbetssätt som skall hjälpa organisationer att arbeta mer organiserat och därmed öka effektiviteten för IT-processen. ITIL utgår från processarbete och varje process har sina speciella uppgifter. ITIL är framtaget av OGC (Office Government of Commerce) i England Rapporten visar att ett införande av valda delar ur ITIL bör ske etappvis över hela organisationen inom Banverket ICT, i en kombination med ett ständigt förankringsarbete.</p>

<p>The purpose of this thesis is to examine the impact of best practices framework like In- formation Technology Infrastructure Library (ITIL) on IT outsourcing implementation. This thesis will examine the research question:</p><p>“What are ITIL’s effects on IT Outsourcing implementation?”</p><p>The goal is to find out whether ITIL is applicable in IT outsourcing project, and if it has a positive or negative impact on it. The study of the impact of ITIL in IT outsourcing pro- jects, will start by giving the reader an overview about ITIL and IT outsourcing critical suc- cess factors. This thesis is conducted through a cross-sectional study, and information has been obtained through secondary literature. The authors have also conducted a series of in- terviews with IT practitioners and an IT expert. The interviews has been done in a semi- structured way.</p><p>The outcome of this research show that ITIL definitely can have a positive impact on IT outsourcing implementation. A positive effect that has been discovered from this research is that ITIL improved the communication between service providers and customers. These studies also shows that ITIL can serve as a growth enabler by giving structure to compa- nies work activities. On the other hand, organizations should consider ITIL more as guide- lines than a framework. This research also discovered that using ITIL frameworks can make work procedures more complex and time demanding, and due to this, small- to me- dium-sized companies could face more struggle in the implementation phase of ITIL.</p>

企業越來越仰賴資訊系統創造價值，但IT預算不增反減，IT部門面對資訊系統愈趨複雜及每天越來越多的使用者服務需求。長期以來企業發現持續對新技術和產品的投資，對於IT服務品質與效能並無法造成等比例的提升，也使企業對IT提出質疑。另外，越來越多的人談ITIL，IDC並將之預測為未來IT十大趨勢之ㄧ。ISO20000 在2005年12月成為國際標準，企業希望藉此標準提升企業資訊部門服務管理品質，藉其達成IT的轉型及增加IT的價值，但是ITIL真的是萬靈丹嗎？ 學術界對於企業導入ITIL的影響分析研究，資料相當匱乏，本研究目的為探討企業導入ITIL流程品質管理後，其可能對企業衍生的衝擊，同時也希望藉由廣泛的討論對企業提出淺見，並讓企業經營管理階層可在執行導入ITIL前有參考的依據使其得以採取有效的因應策略，以降低因導入ITIL可能所衍生出的負面衝擊並提升正面的效益。本研究廣泛探討文獻有關執行品質管理機制的衝擊，並從個案公司的問卷研究中，與之比照，希望可發現以往文獻與著作中未被提出的關於導入ITIL特有的負面衝擊，並推導出可能的發生原因。 本研究問卷設計採用半開放式問卷，作為資料蒐集的基礎。並使用個案研討(Case Study)的方式，選定服務支援流程這部份進行深度分析，訪談不同層級使用者，進行半結構式資料蒐集。資料蒐集完畢後，利用前述文獻中所歸類導入品質改善機制可能產生的負面衝擊作深入探討，將每個影響作反覆比對，找出其可能發生來源，同時再回過頭與參與此類專案的組織各階層人員(Stakeholders)驗證研究發現(Findings)。簡言之，本研究透過資料整理、文獻比對、及驗證研究發現，藉此架構出本論文。

Good corporate governance has, in recent years, been placed on centre stage worldwide and several frameworks have been put in place to enable organisations as well as higher education institutions to adhere to effective IT governance with regards to IT service delivery and support. At the same time, demand from users for access to corporate resources with their own personal devices other than desktop or laptop computers and options such as cloud computing, social media and mobility have converged into a renewed driving force influencing all IT decisions regarding service delivery and support, whilst higher education institutions attempt to comply with governance regulations. The aim of this study was to investigate whether ITIL as an IT governance framework is still applicable and relevant to a changed service delivery context in IT service delivery departments in the higher education sector in South Africa. Higher education in South Africa has not been excluded from adhering to good governance and the draft Regulations for Reporting by Higher Education Institutions have been updated with the recommendations of King III which, for the first time, addressed IT governance and insisted on management to implement an IT governance framework. ITIL is one of the most widely used governance frameworks, however its position as a technology on the Gartner Hype Cycles for Education for 2011 and 2012 displayed a move backwards from being widely understood to a display of waning interest amongst institutions in the education sector worldwide. Exploratory research found that ITIL is still valued as a governance framework in higher education in South Africa however staff members in IT support departments displayed a resistance to change and also found it difficult to implement ITIL processes. This is, however, not primarily due to a changing IT service delivery context. Findings also indicated that ITIL should be considered as a set of guidelines and best practices and not a governance framework as such. Recommendations towards a paradigm shift regarding ITIL as a governance framework per se as well as a proposal towards a possible alternative conceptual IT governance framework incorporating only ITIL guidelines and best practices as well as COBIT for risk management were put forward. / Thesis (MBA)--North-West University, Potchefstroom Campus, 2013

Good corporate governance has, in recent years, been placed on centre stage worldwide and several frameworks have been put in place to enable organisations as well as higher education institutions to adhere to effective IT governance with regards to IT service delivery and support. At the same time, demand from users for access to corporate resources with their own personal devices other than desktop or laptop computers and options such as cloud computing, social media and mobility have converged into a renewed driving force influencing all IT decisions regarding service delivery and support, whilst higher education institutions attempt to comply with governance regulations. The aim of this study was to investigate whether ITIL as an IT governance framework is still applicable and relevant to a changed service delivery context in IT service delivery departments in the higher education sector in South Africa. Higher education in South Africa has not been excluded from adhering to good governance and the draft Regulations for Reporting by Higher Education Institutions have been updated with the recommendations of King III which, for the first time, addressed IT governance and insisted on management to implement an IT governance framework. ITIL is one of the most widely used governance frameworks, however its position as a technology on the Gartner Hype Cycles for Education for 2011 and 2012 displayed a move backwards from being widely understood to a display of waning interest amongst institutions in the education sector worldwide. Exploratory research found that ITIL is still valued as a governance framework in higher education in South Africa however staff members in IT support departments displayed a resistance to change and also found it difficult to implement ITIL processes. This is, however, not primarily due to a changing IT service delivery context. Findings also indicated that ITIL should be considered as a set of guidelines and best practices and not a governance framework as such. Recommendations towards a paradigm shift regarding ITIL as a governance framework per se as well as a proposal towards a possible alternative conceptual IT governance framework incorporating only ITIL guidelines and best practices as well as COBIT for risk management were put forward. / Thesis (MBA)--North-West University, Potchefstroom Campus, 2013

Thesis covers IT management with emphasis on incident management and its implementation to company, which desires to apply the best practice of information technology service management. First part of the thesis defines common language of modern management of IT processes -- Information Technology Infrastructure Library in its last 3rd version from 2011 (ITIL v3). Furthermore paper analyzes the function and role of Incident Management within company and its connections to other processes. Second part of the thesis describes practical implementation of the Incident Management and comparison of state before and after ITIL compliant processes.

The diploma thesis deals with the use of IT audit as support for financial audit. The work is divided into two larger parts, theoretical and practical. In the theoretical part, the author describes the audit as such, audit methodology, standards of good practice and information system. The practical part is based on the practical execution of the audit, which begins with the audit plan and ends with the evaluation of testing and possible recommendations for change.

Banverket ICT är en relativt ny enhet med de sammanslagna enheterna Banverket IT och Banverket Telenät. För att få ihop det nya arbetssättet finns långt gångna tankar på att jobba enligt ITIL. ITIL är ett arbetssätt som skall hjälpa organisationer att arbeta mer organiserat och därmed öka effektiviteten för IT-processen. ITIL utgår från processarbete och varje process har sina speciella uppgifter. ITIL är framtaget av OGC (Office Government of Commerce) i England Rapporten visar att ett införande av valda delar ur ITIL bör ske etappvis över hela organisationen inom Banverket ICT, i en kombination med ett ständigt förankringsarbete.